Ivy Palm Resort and Spa

Initial Business Response / [redacted] (1000, 5, 2016/07/27) */ July 27, Revdex.com Csae # [redacted] I personally took Ms***'s callShe told me that her car had broken down and thus she was a no show for her guaranteed reservationI calmly explained to her that the guarantee stood, as we had held the room for her in anticipation of her arrivalShe did not call to advise the front deskShe had made her reservation online through Booking.comWe never had any prior contact with the guest, either in person or orallyHer agreement was with Booking.com, and our agreement was also with Booking.comWe honored our part of the agreementThe cancellation policy and all other related information pertaining to a guest's reservation is on the Booking.com website for them to review As for being rude, I guess you can say I was from her point of view as she did not receive the answer she wanted from me; namely, the guarantee was valid and the charge would not be reversed Ms [redacted] then began to threaten me with lawyers and lawsuitsI told her that was her right if she wished to pursue that route She then said, and I quote, " F- - k you, you white trash bit - h" and then hung up the phone I have had no further contact with Ms*** It is unfortunate that consumers fail to realize that a 'business' is just that...a businessThe hotel honored its obligation per the agreement with Booking.comIt is now up to Booking.com if they wish to refund her the money, at their expense Thank you, [redacted] O [redacted] General Manager Ivy Palm Resort Hotel Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because that isn't what happened and booking.com states I have to go through them to revive my money back , because they are the ones who took the money off my card without my knowledge

Initial Business Response /* (1000, 5, 2016/07/27) */
July 27, 2016
Revdex.com
Csae # [redacted]
I personally took Ms. [redacted]'s call. She told me that her car had broken down and thus she was a no show for her guaranteed reservation. I calmly explained to her that the...

guarantee stood, as we had held the room for her in anticipation of her arrival. She did not call to advise the front desk. She had made her reservation online through Booking.com. We never had any prior contact with the guest, either in person or orally. Her agreement was with Booking.com, and our agreement was also with Booking.com. We honored our part of the agreement. The cancellation policy and all other related information pertaining to a guest's reservation is on the Booking.com website for them to review.
As for being rude, I guess you can say I was from her point of view as she did not receive the answer she wanted from me; namely, the guarantee was valid and the charge would not be reversed.
Ms. [redacted] then began to threaten me with lawyers and lawsuits. I told her that was her right if she wished to pursue that route.
She then said, and I quote, " F- - k you, you white trash bit - h" and then hung up the phone.
I have had no further contact with Ms. [redacted].
It is unfortunate that consumers fail to realize that a 'business' is just that...a business. The hotel honored its obligation per the agreement with Booking.com. It is now up to Booking.com if they wish to refund her the money, at their expense.
Thank you,
[redacted] O. [redacted]
General Manager
Ivy Palm Resort Hotel
Initial Consumer Rebuttal /* (3000, 7, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because that isn't what happened and booking.com states I have to go through them to revive my money back , because they are the ones who took the money off my card without my knowledge .